Comments on: If you could change one thing about SupportTrio…

By: Intekhab Hussain

Intekhab Hussain — Thu, 21 Aug 2008 23:06:08 +0000

Inline “change department” and other options (like status) changes on ticket view.

So we wont have to go to home page and get back to the ticket again after making such changes.

By: Ozkan Ozsoydan

Ozkan Ozsoydan — Sun, 03 Aug 2008 08:33:18 +0000

Email templates would be great. So we can choose email template from list that we previously saved.

By: Philippe

Philippe — Mon, 21 Apr 2008 14:47:11 +0000

And these ones :

- When an admin create a ticket, have a way to auto assign to that admin instead of having to do that in a second time.

- When an admin close a ticket, having a way to choose to send a closing
message or not.

By: Philippe

Philippe — Fri, 18 Apr 2008 12:09:23 +0000

i’ll ad these ones :

- Create “profiles” for admin users, so i won’t have to specify each admin rights.

- For admin with no rights on tickets, have a right to read the whole content of a ticket (right now, he doesn’t have access to comments on tickets) would be great (the manager of the it staff does not want to work on tickets but wants to be able to read them all).

- For closed tickets, haveing a way to filter tickets as for opened ones.

By: Matt S

Matt S — Fri, 18 Apr 2008 02:14:17 +0000

SLA Support is an absolute must for corporate help desks.

By: Philippe

Philippe — Thu, 20 Mar 2008 09:49:58 +0000

Another one :

When an admin edit an existing comment on a ticket, the comment still have it’s original date and creator. Perhaps updateing these values could be great.

By: martin Demey

martin Demey — Thu, 20 Mar 2008 09:37:16 +0000

Hi
I’m a new user of the product and discoverd that when we reopen a closed ticket then the ticket is not shown as open again.
when we want to see the ticket we have to go to closed tickets
in the mainwindow of tickets however we see that there is an open ticket (ticket stats)
I think it would be better that reopend tickets ar shown in the open window. whit the status of reopend

By: Philippe

Philippe — Tue, 18 Mar 2008 15:17:37 +0000

I’ll add few things to my wishes :

- When using e-mail confirmations as “Use as default”, there is a problem when you use custom fields in the conifrmation as some custom fields are not common to all departments. A way to isolate specific text and custom field for each department will be great.

- Modify the “Add tickets” to calendar. Most of us already have a calendar (exchange, groupwise, zimbra…) and we do not want to use another calendar to handle tickets. So what about sending an calendar invite (using a standard format) to the admin e-mail so he could add to is “natural” calendar ???

- Same remark as above could apply to tasks.

- Assign ticket Permission : A more fine grained permission should be created : “Assign ticket to other admins”. And by default, an admin should only be able to assign a ticket to himself.

By: Dima Korzhevin

Dima Korzhevin — Fri, 14 Mar 2008 19:48:40 +0000

Better support of russian encodings.. (KOI8-R)

By: Jason

Jason — Fri, 07 Mar 2008 23:25:09 +0000

I am guessing you are talking about the public side only?